Primary Purpose:

This position is responsible for management of all aspects of the telecommunications infrastructure for all locations. This includes accountability for system stability and performance and ensuring that company objectives are met.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Design, manage, program and control telecommunications systems for all locations on a corporate level
• Include serving as technical consultant to end-users and less experienced personnel
• Maintain 7x24x365 support coverage, which includes monitoring and directing resolution of outages, issues and maintenance of all telecommunications systems
• Investigate and provide root cause analysis for all telecom interruptions and provides mitigation plans to prevent reoccurrences
• Work with vendors to ensure availability and stability of all voice services
• Participate in the execution of all projects in the telecommunications environment keeping in mind larger projects may be assigned a specific project manager
• Work closely with resources in the data communication group to ensure the telecom network provides an appropriate level of performance to prevent voice quality degradation and interruption

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
• Experience with telecommunications systems including PBX and IVR functionality, conferencing, voicemail and other telecommunications systems
• Understanding of telecommunications systems including PBX and IVR functionality, conferencing, voicemail and other telecommunications systems
• 2+ years of related work experience with Interactive Intelligence CIC platform
• Interactive Intelligence certification
• Must possess effective verbal and written communication skills
• Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Desired Skills:

• In depth knowledge of Interactive Intelligence Customer Interaction Center platform
• Experience in mid to large call center environments
• Experience in insurance or financial services environments
• A high degree of initiative, mature judgment, and desecration
• Competent in the use of software that includes Excel, Word, Project, PowerPoint, and Visio

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